Story
Freshworks
Old DominionFreshworks at Old Dominion: Support Tickets
Old Dominion, an industrials organization in the United States, uses Freshchat from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Support agents work from the same Freshchat record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for support tickets |
Story
Old Dominion grew support tickets faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Freshchat put customer support on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Old Dominion keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
